DoubleTree Fallsview Resort & Spa by Hilton - Niagara Falls — Hotel in Niagara Falls

This review is not designed to be an attack on any staff member and is honestly just facts and hopefully constructive criticism. ||We were greeted by a member of staff on arrival who shouted our personal details all over the lobby. Is it so hard to hand a customer a form to fill out?, I value my privacy. We were also given cookies with nuts but one member of our party has an allergy to nuts. Surely an alternative would be nice for allergy sufferers - it is a common allergy. They were delicious and I know complementary but it would be nice to include everyone. ||When we arrived in our room there was an overpowering smell of damp and what smelled like fabric softener to hide this. We found our pillows were the issue. We approached the front desk and were advised we could change room if we wished but after viewing the room it was alot smaller than the one we had paid for so we asked for just new pillows. We did get new pillows and that was fine. However we were being looked at like we were a problem customer when we complained. ||The fridge in the room is way too loud also and had to be unplugged to sleep. The biggest issue however we had was with the shower. Unfortunately I slipped and nearly killed myself. it’s a bath with the shower head on one wall and on the back wall the shampoo etc..(these should be beside each other) The bath does not have a shower matt and becomes dangerous when used. I twisted my wrist and hit my head flying up in the air like a cartoon. Please , please put a shower matt in those baths. I know there is a bar to hold but coming from a different country these are usually put in for elderly people. A sign to say make sure to use this bar in the room would be very helpful.||The maid arrived when we returned from a day out but only took our trash and didnt do anything else in the room (around 3pm) , we thought for a 4 star hotel this was not good. ||The beds were comfortable and we slept great. Breakfast was delicious and staff there excellent. The staff member who allowed us place our bags in the room was very professional and we would like to thank her for excellent service.||The hotel itself needs a bit of tlc. The carpets in the lobby could be cleaned as they are very bad. I can see this hotel as being excellent in the future. The architecture is lovely. Hopefully these issues will be addressed but unfortunately because of them we would not stay here again for now. Maybe...

EDIT:Got a very welcoming phone call from the manager “Cindy” had a great discussion about these issues and she addressed them professionally & with great customer service. While i feel my review is fair and honest based on our experience which to her admission they fell short on the phone call & courtesy changed our outlook added another star back & will consider giving this property another try down the road. Thanks Cindy!!!

PROS:Location,Pool,In house Restaurant, Views.

CONS: Poor Guest Service, Horrible Wifi/TV, Terrible Washroom, No Housekeeping services. Poor working A/C

Had a recent family getaway over the weekend and tried this Hilton location. Being locals we have tried several properties in the area and decided to give this one a go. "4 Star Resort" is a pretty big stretch here. While the property is tall and you get a view there are quite a few "Basic Services" this location is lacking. Wifi was embarrassingly slow (Tested at 12mbps) The TV was non functional and showing poor quality ( I know you are in the falls not there to watch TV but when you have kids they do while you rest) Washroom were the most mind boggling 1 Tight shower No tub floor was an ice rink waiting for an accident. could not understand the meaning of that design. No housekeeping services for all 3 nights which was a let down. In house restaurant Breakfast was great and very reasonably priced but the service was rather slow. Pool was good but i would imagine during the peak season not as much fun as it can be tight in there.

We did make do with these issues and brush them off i don't feel i should be spending my vacation calling the front desk to do maintenance on our room for amenities that are provided by the hotel property. Upon checking out on the woman behind the counter asked "How was your stay?" and i said good but we did have these issues to which she replied "OH....would you like a receipt for your parking fees?" ZERO Customer service or acknowledgement at all.

I used to use Hilton in the past but stopped for some reason after this stay i remembered the property chain has No customer service at all we can tolerate some hiccups but this Hotel is dated and service is non existent .

Not the best family property. Pretty much for couples...

Best hotel you can choose to stay in, if you want quality, service, cleanliness, comfort and professional hospitality. The staff, especially Vishaka and June at the front desk were accommodating and welcoming. The warm chocolate chip cookies are such a nice touch, but honestly the property speaks for itself. It has a great resort atmosphere and look, the lobby is cosy (has a Starbucks if that’s your thing for coffee) and a bright open airy bar. This was the third hotel we stayed at on our roadtrip to Toronto from NYC and the cleanliness was so appreciated, the other two hotels we stayed at were kind of abysmal for cleanliness, my allergies to dust and dander (aka shed off skin and dirt) were making me fell so sick in the other hotels, not the case here at all. Our room on the 18th floor had incredible views of the falls and riverfront, also had a vent in the window you could open to get fresh air into the room, a blessing considering we’re on the 18th floor! King size bed was a dream to sleep in, and no complaints from my kid about the pull out sofa bed. Deep soak tub was also a really nice amenity for the room and a standing shower that had strong water pressure. The pool hotel was also next level and absolutely resort like and they have a cedar dry sauna to boot. Clean bathrooms and Gym were great and they have a Peloton Bike if that’s your thing as well. Sadly didn’t use the gym. The location is very convenient and quiet because it’s just a little bit away from all that “Vegas/Times Square” type atmosphere just down the road. In my many years of traveling I’ve never had the urge to make to trip to Niagara Falls because I’ve always heard that outside of the actual Falls the area is a bit run down and depressing, but I’d come back here again just to stay at the Double Tree Fallsview Resort & Spa, especially for a staycation without the kids and just the Mrs. Thank you to the staff, I was inspired to write this as soon as possible because of your hospitality. Also the business center was perfect for my wife’s needs. The staff let her use it for some work calls she needed to make while we were waiting for a room to be ready with early check in. Another...